Learn about Us
Learn about Us

Frequently Asked Questions (FAQ)

Answers to questions we often get asked…

Frequently Asked Questions

  • General Questions
    • What is Kids Helpline?

      Kids Helpline is a free 24 hour counselling service for Australian kids and young people aged 5-25 years. You can get help over the phone, email or web.

      Our counsellors talk with more than 6,000 kids each week, and help with all sorts of problems, big and small. If you need to talk to someone now, call us on 1800 55 1800, 24 hours a day, 7 days a week.

    • How can you help me?

      If you are 5-25 years old and need someone to talk to, you can call us at anytime – 24 hours a day, 7 days a week.

      Our trained counsellors will

      • listen to you
      • believe you
      • help you with your problems
      • help you to sort things out in your own way
      • talk to you about who else might be able to help
      • You can call about anything – no problem is too big or too small.

      If you can’t get to a phone, you can use email or WebChat.

    • Who is Kids Helpline?

      We opened in 1991, and since then has received more than 5.2 million telephone calls and online contacts from children and young people. Kids Helpline is mostly funded by yourtown and also receives support from government, sponsorship and donations.

    • What can I chat about?

      You can talk to us about anything. Maybe something has happened at home or school and you’re not quite sure what to do about it.

      You might be feeling sad, scared or lonely, or just want to talk to someone who understands. Or you might have a question that you want an answer to.

      No question or problem is too big or too small. We often chat with kids about:

      • Family
      • Friends
      • Feeling sad
      • Feeling scared
      • School
      • Pets
      • Anything!

      You can also read real-life stories from kids we’ve chatted to and helped.

      If you need to talk to someone now, call us on 1800 55 1800, 24 hours a day, 7 days a week.

      • What’s going on at home
      • A friend who needs help
      • Something bothering you at school
      • You’re feeling sad or confused
      • Anything else you want

      What you talk about is between you and your counsellor and you don’t even have to tell us your name.

    • How can I get help?

      If you are in danger or hurt, please call 000 now. If you need someone to talk to, you can call us anytime – 24 hours a day, 7 days a week. You can also contact us via Email or WebChat.

    • What happens when I email you?

      As soon as we get your email we’ll send you a reply to let you know it’s arrived. A counsellor will then write back to you as soon as possible. Your counsellor will start by getting clear about your problem or issue is. Your counsellor and you will then email about your problem until you have some ideas about what you can do differently.

      After about four emails, your counsellor may suggest that you move to phone counselling, as it’s easier to talk about some issues over the phone. Also, depending on your problem, a counsellor may suggest other places for you to get help as well.

      Get started and send us an email today :-)


    • What is a counsellor?

      A counsellor is a person who listens and helps people with their problems. Our counsellors are trained especially to work with kids and are here at any time to talk to you.  You can ask to speak with a male or a female and if you call more than once, you can ask to speak with the same counsellor again.

    • Who answers the phone when I call?

      A counsellor will answer your call. They will listen and help you get the most out of the chat.  You can ask to speak with a male or a female and if you call more than once, you can ask to speak with the same counsellor again.

    • What happens when I call?

      When you give us a call…

      • You will hear a recorded message which tells you about how Kids Helpline works.
      • After listening to, or reading this message, you will be connected to a counsellor.
      • The counsellor you speak to will tell you his or her name, so if you call us again, you can ask to speak to the same person
      • Your counsellor will ask you what you would like to talk about and ask you some questions to help understand what’s going on for you. You don’t have to say your name and your counsellor won’t tell anyone what you discuss.
    • What if I don’t know what to say?

      The counsellors here are very nice and patient and will help you to feel comfy to talk about stuff. It’s OK if you don’t know what to say at first!

    • Can I choose to speak with a boy or a girl?

      Yes, you can ask for a counsellor who is a boy or a girl. Sometimes you might need to wait a little longer until one is available.

    • What if I have to hang up quickly?

      That’s ok! We know that sometimes you might have to hang up. You can always call back!

    • Is there stuff I can't talk about?

      You can talk about anything you want to. No problem is too big or too small. You can even ring and have a chat to see if you like it.

    • What if I need help quickly?

      If you need help really quickly and can’t wait for a counsellor – then it’s important to tell your Mum and Dad, or maybe a friend or neighbour. Plus for any emergencies you can call the police. That number is 000 and is a good one to know!

  • Counselling Questions
    • What if I don't understand what the counsellor is saying to me?

      If you don’t understanding what the counsellor is saying, then it’s okay to ask them to explain! They’ll be happy to say things in a different way or repeat what they’ve said for you.

    • Will I have to answer a lot of questions?

      That depends. Our counsellors are very friendly and will want to know all about you and your problem so they can help you! But it’s also important that you have space to talk freely and that you feel comfortable. They will usually know when to ask questions and when to just listen while you talk.

    • Can somebody else call with me?

      Calling by yourself is sometimes really hard, and you’re welcome to have a relative or a friend there to help you make the call.  If you and a friend or relative both want counselling, we recommend calling separately. Then each of you can have your own counsellor to talk with who can focus only upon your problem

    • Can you call me?

      No, we can’t. But, you can call us back anytime, for any reason.

    • How long is a usual call?

      Some people talk for about 5 minutes, but most people like to talk with us for about 20-45 minutes. It all depends on you and what you’d like to talk about. Find out more about ways to get the most out of counselling.

    • Can I call from another country (not Australia)?

      We aren’t trained to give support to people outside of Australia. You can read the information on our website and recommend you Google “Help for kids” in your country.

    • Can I talk to the same counsellor again?

      Sure! You can ask to talk with the same counsellor you’ve talked to before. If they are away or busy, you can also talk to any other counsellor here. There’s always someone here for you to talk to.

    • What if I get cut off or have to hang up?

      This can happen from time to time. Phone, internet, and computer problems are very common and hard to avoid! Also, because we answer lots of calls each day, counsellors can only wait a few minutes for you to answer, before they have to leave to take other calls (usually 5mins if you’re using webchat). If this happens, please reconnect or call again when you can. It helps if you remember the name of the counsellor you were talking to, so you don’t have to start from the beginning. But if you don’t remember, that’s ok too.

    • What if I can't call on the phone?

      You’ve done a good thing by coming here. You’ve taken the first step and that’s great! Reaching out and talking isn’t easy for everyone. But we’re here. You aren’t alone and we are looking forward to talking with you. If you don’t have access to a phone, you can start talking with us via email or in a WebChat.

    • When are you open?

      You can talk to us on the phone or send us an email whenever you want. Our WebChat is open between 8:00am and 12:00am (Midnight) (Australian Eastern Standard Time) – 7 Days a week .

    • What are the WebChat opening times?

      Our WebChat is open between 8:00am and 11:00pm Monday to Friday (EST) and an hour earlier on weekends.

    • What happens when I Email?

      We will reply to your email as fast as possible. We like to think about what you’ve written and will try to get back to you within 5-8 days.

    • How often can I talk to you?

      You can talk with us any time and for any reason. For some people, that means one session is enough – but there are lots of others who contact us for ongoing counselling. This is something you should discuss with your counsellor, and work together to decide how often to talk and whether WebChat is the best place to do that.

    • I have already emailed you, can I also call?

      Absolutely! If you’ve emailed us, you can definitely call for a quicker response. If you want, our counsellors can also read the email you sent. Just let us know when you call.

  • Privacy Questions
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